Quality Assurance Assessor (Contact Centre) – Immediate Start

At this offshore outsourcing centre in Centurion, you'll turn call data into better service. It's a practical job: you'll see what you got done before you go home.

This post is in Centurion (Gauteng). Please only apply if you can travel there daily. Weekend work is on a roster, so you won't be on every weekend.

• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.

• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• Management development programme

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.